Push notifications not showing on Samsung S22
Completed
Hi Support,
I have just changed from a Samsung S10 to a Samsung S22 and now I am not getting any push notifications from NX. At home my wife has a s Samsung Flip3 and we have an iPAD and they are both still receiving them, so its definitely the S22 that is the problem.
I am running Version 22.5.35150 of the NX Witness client on the S22.
I have read some posts from Norman at NX Witness, if you could take a look at this Norman please? What else can I provide to help understand why this is not working please?
Thanks
Marc Rackett
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Hi Marc Rackett,
That's unfortunate. I hope we resolve this inconvenience as soon as possible for you.
First, I would like to ask you to check the settings to confirm push notifications are enabled for the applicable system.
If the push notifications are enabled for the system, please do the following:
- Enable DEBUG2 logging as described HERE.
- Copy the log ID.
- Reproduce the issue within the set time limit.
- Share the log ID and the version of Android.
- Revert the loglevel back to NONE.
I'll share the log ID with our developers and let you know the results.
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Hi Marc Rackett,
Except the hole punching option, the UI is the same, and so is the process.
When you set the time you need to reproduce the issue, you click on Upload logs next and the log ID will be shown and copied to the clipboard automatically. Please share this log ID after you finished the reproduction of the issue.
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Thank you Marc Rackett,
I have shared the log ID with our developers and will update you as soon as I know more.
So far, thank you very much for reporting this issue, I hope we can resolve it just as quick.
JIRA-MOBILE-1645
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Hi Marc Rackett,
So far, our developers couldn't find anything in the logs that were created.
Could you try some things:
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Go to system “App info” and try to turn off option “Remove permissions if app is unused”, then try to turn off/on notifications in the mobile client app and check if it helps
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If not, please try clean data and cache in the app system settings
Please let us know the results.
If this doesn't solve it, we need ADB logs from the phone directly as described here: LINK
For the right instructions, please scroll down to the section:
Collect the Nx Mobile Debug Log with Device System Log
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Hi Marc Rackett,
I hope this message finds you well. I am following up on the issue you reported previously to see if it is still relevant. We want to make sure that we provide the best possible support and assistance to our valued customers, and I would appreciate it if you could confirm whether the issue you experienced is still ongoing.
If you are still experiencing the issue, please let me know and provide the information as requested above so that we can work towards finding a resolution as soon as possible. If the issue has been resolved, please do not hesitate to let me know as well.
Thank you for your time and cooperation. I look forward to hearing back from you soon.
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Hi Norman,
I followed 1 and 2 above as you suggested.
I am not receiving the Notifications, so it is still NOT working.
I have an Apple iPAD that does receive the notifications and put my Samsung S22 and iPAD side by side.
I did receive them on my previous Samsung S10+.
Strange that it suddenly stops on a brand new Samsung S22.
What else can I provide to help? I already did the Debug things and you found nothing. Do you want me to do it again with 1 and 2 implemented above?
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Hi Marc Rackett,
Thank you for the swift reply and I appreciate your follow-up on both suggestions.
Regarding DEBUG logs, our developers investigated our internal logs with the log IDs you provided, but this didn't provide any information that could help to resolve the issues that is experienced.
So, please, we would like to have the local ADB logs, as described in THIS support article. For the applicable instructions, please scroll down to the section:
Collect the Nx Mobile Debug Log with Device System Log
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Hi Norman.
Step6
If you see the “Unauthorized” name come up with the device serial number, please unlock your Android phone to authenticate and grant access to the computer.
How do I do this? My android phone is unlocked.
As a separate question, are we sure that NX witness works on a Samsung S22? I had no problem on a S10
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Hi Marc Rackett,
Apologies for my delayed response.
Although it is uncommon to receive such notification, I found some reference regarding this issue HERE.
Could you check if you can resolve the issue with the instructions in that article?
Regarding:As a separate question, are we sure that NX witness works on a Samsung S22? I had no problem on a S10.
We don't support individual devices, but we support operating systems (iOS and Android) and its versions. So if Android 13 works on an S10, it should work on an S22. And we are aware that there are users with an S22 that use our software without any issues.
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Seems crazy that just by buying a new phone from the same manufacturer that all of a sudden you stop getting what you had!
For my personal issue, my phone just upgraded itself to Android 13 and I am now getting NX witness notifications.
Please close this ticket and thanks for your interaction
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Hi Marc Rackett,
Good to hear it was resolved with an update.
Have great day!
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